Service Design and Transition Manager

Fully Remote Role

12-month Contract

£600 per day via Umbrella

About the Client:
Our client is a global leader in financial services technology. Their team is dedicated to driving innovation and delivering top-tier solutions for their clients. Join them to make a real impact in a company that values growth, collaboration, and continuous learning.

About the Team:
The Service Design and Transition Manager is part of a small, dedicated team working across different regions and lines of business. We represent the interests of clients, Service Management, and Operations teams to ensure that new or changed services are appropriately designed and fully supportable at the time of Go-Live.

Key Responsibilities:

• Support the design of new or changed services, including processes, systems, roles within the operating model, resource, budget, and supplier requirements.
• Manage the specified acceptance criteria for operational, release, and service readiness throughout the project lifecycle.
• Implement a consistent approach to Service Transition through robust governance and Stage Gates.
• Ensure all Operations teams and clients are aware, prepared, and capable of supporting all new services.
• Identify and manage all service-related risks and issues.
• Develop and implement standard Service Introduction Processes to ensure high-quality IT service introductions.
• Develop and maintain a Service Transition Plan.
• Ensure adherence to acceptance criteria and that all Service Transition criteria are met or exceeded.
• Act as a Subject Matter Expert (SME) across Service Design and Transition.
• Attend and contribute to relevant project and programme boards and steering groups.
• Conduct impact, evaluation, and risk assessments of new projects from a service management perspective.
• Build strong relationships with clients, suppliers, and business stakeholders.
• Advocate ITIL best practice processes within the business.
• Manage, track, and control criteria for Service Transition activities, ensuring consultation and engagement from the service delivery function and support teams.
• Ensure minimal disruption to IT services during change introductions.
• Provide comprehensive plans that enable project alignment with service introduction plans.
• Implement continuous improvement planning and manage solution defects before and after go-live.

Skills and Experience:

• Experience implementing IT change into a live environment.
• A strong background in Service Design and Transition within a global business environment.
• Experience enforcing Service Transition processes and knowledge of project methodologies such as Prince 2/Agile.
• Ability to manage diverse and challenging stakeholders.
• ITIL/Project Management certification.
• Excellent communication skills and a strong organisational ability.
• Self-starter mentality with strong interpersonal skills to negotiate and influence stakeholders.
• Significant experience in the full transition management project lifecycle, transitioning large-scale projects from development into support.
• Experience in Infrastructure and Applications Service introduction & transition planning.

Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.